https://doi.org/10.3390/su9040555

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Document Type

Article

Publication Date

4-6-2017

Abstract

The purpose of this study is to examine the moderating role of perceived hidden inflation on the relationships between service quality, brand trust and brand loyalty. All data collected from the target population are analyzed through two-step structural equation modeling (SEM) and moderated multiple regression (MMR) to examine the hypotheses. 1,050 questionnaires are randomly distributed at 21 telecommunication service stores in Taiwan. Findings indicated that service quality has no direct impact on behavioral loyalty but it has a significant indirect impact on behavioral loyalty through brand trust or attitudinal loyalty. Moreover, findings identify perceived hidden inflation as the moderating role in the service quality–brand trust–brand loyalty chain. Besides the need for empirical confirmation of the hypotheses given, finally, there are several practical implications for service marketers and future research directions for scholars.

Publication

Sustainability

Publisher

MDPI

City/State

Basel, Switzerland

Volume

9

Issue

4

Pages

555

Department

College of Business and Management

Creative Commons License

Creative Commons Attribution 4.0 License
This work is licensed under a Creative Commons Attribution 4.0 License.

Comments

This article belongs to the Special Issue Sustainability of Economic and Management Systems: Perspectives of Uncertainty and Data Driven Optimization

Received: 29 January 2017 / Revised: 29 March 2017 / Accepted: 30 March 2017 / Published: 6 April 2017


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